Regional Customer Service Manager

ALVEST•Atlanta, GA

2h•Hybrid

About The Position

The Regional Customer Service Manager (RCSM) reports to the Customer Service Manager (CSM). He organizes, supports and manages the Customer Support activity within his allocated Region, in accordance with TLD Group Policy and the TLD Service Standards. His regional management scope includes TLD operations (AST) and their business partners (agents, partners, third-party contractors, etc.). In addition to his Regional responsibilities, the RCSM acts as the Service focal point for a limited number of assigned Critical Customers. For those Critical Customers, the RCSM must maintain a clear understanding of service challenges, performance, open actions, and risks not only in the hub associated with his Region, but across the whole SSO. A monthly service call is organized by the Area Sales Manager (ASM) for each assigned Critical Customer. The RCSM participates in this meeting to report on service activity, TLD service performance, ongoing actions, and escalation topics. He is supported by a TOC Administrator who prepares the relevant Service KPIs for the assigned Critical Customers ahead of the meeting. The RCSM presents those KPIs and coordinates the associated follow-up actions. To perform efficiently, the RCSM remains in close communication with the CSM, ASM(s), Spare Parts team, Factory PSMs, TOC Administrator and all relevant TLD entities. He is a key operational contributor to the TLD Customer Support organization.

Requirements

A minimum of 5 years working experience in a Service Management or Customer Support environment.
Experience managing customer relationships, field service activity, service performance indicators and team management.
A minimum of 5 years of hands-on experience working on GSE equipment or similar equipment is required.
Strong diagnostic skills are essential, with proficiency in at least one of the following areas: electrical troubleshooting, hydraulic troubleshooting, or HVAC troubleshooting.
Knowledge of GSE products a plus.
Familiar with aviation / aerospace environment and standards.
Experience with KPI reporting, customer performance reviews, warranty management and field service operations.

Responsibilities

Support customers in their allocated region and establish TLD Customer Support as a strong differentiating point against the competition
Manage operationally the execution of all service tasks within his Region.
Ensure service performance is recorded and monitored regularly; contribute to the achievement of service KPIs (TOC, TIR, TAT).
Interact methodically with all parties involved internally (CSM, ASM, factories, parts, TOC Administration) and externally (third parties and customers).
Guarantee that quality aspects of the job are met, including Service Standards and third-party audits.
Act as Service focal point for assigned Critical Customers at SSO level.
Participate in monthly Critical Customer service calls organized by the ASM and present service activity, performance, risks and action plans.
Coordinate with the TOC Administrator for preparation of Service KPIs and Critical Customer performance packages
This role should include approximately 30% field support, working directly with customers on commissioning, training, and repairs as needed.
Manage the AST team assigned to their region.
Supervise and control third-party activity within their region.
Participate in manpower selection for the Regional Service organization and suggest appropriate training and professional development.
Support the CSM in budget preparation, cost control and realization for the activities under his responsibility.
Ensure staff remains trained and technically competent.
Coach and develop subordinates.
Manage the Service activity through TLD modules TOC, CSR, WC, SB, PDC, etc. within his Region.
Manage commissioning of TLD equipment within his Region.
Set up a responsive and solid organization to ensure warranty claims are treated within the shortest possible time.
Communicate regularly with customers and TLD entities about ongoing and future actions.
Maintain visibility of assigned Critical Customer service activity across the whole SSO and ensure proper escalation to the CSM when required.
Contribute to TOC goals achievement within their region.
Maintain and update regularly all service modules (TOC, CSR, SB, WC, PDC, etc.).
Set goals for their team and ensure they are met.
Track service performance trends for assigned Critical Customers across all SSO hubs and coordinate corrective actions when necessary.
Follow up on projects or actions initiated through PDC.
Promote and support systematic root cause analysis.
Ensure Critical Customer service issues are properly escalated, analyzed, and resolved.